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Coronavirus (COVID-19) Response

A safe return

Updated 20 September 2021

From legendary hotels to once-in-a-lifetime train journeys, our world of incredible experiences is ready and waiting to welcome you. Over the past year, we have taken the opportunity to re-examine every aspect of our guest experience to ensure that our guests will continue to receive the same Belmond hospitality, one that is rich in warmth and genuine care.

As we begin to settle into a new normal and as the world of travel starts to resume, you can rest assured that you can plan your next adventure with Belmond safely and securely. Underpinned by our guiding principles, we created ‘Trusted for Travel’ promise on matters of health, hygiene and booking flexibility:

  • Robust & comprehensive guest communications: Our aim is to make your travel plan as easy as possible every step along the way. Once you have booked with us, you will receive a series of email communications prior to your arrival that will help you plan your travel. This includes information about health & safety measures; the latest updates on facilities and experiences available; access to COVID-19 testing services that you may need as part of your fit-to-fly certificate before you return to the country of your residence. For the comfort and well-being of all, approximately 24-48 hours you will receive an email inviting you to complete a pre-arrival check-in and a wellness questionnaire to confirm that neither you, nor anyone in your travel party or a member of your household, have had a confirmed COVID-19 case, are displaying any COVID-19 symptoms and have not been tested for COVID-19, or have been in close contact with a confirmed COVID-19 case.

    To stay connected with us, we highly encourage you to provide your email address when making a reservation. We also invite you to download the Belmond App which contains all the latest information about the available services and facilities on-property. The App is available on App Store and Google Play.
  • COVID-19 Cancellation Policy: If, prior to the scheduled departure date, any new government travel restrictions or quarantine measures come into force that affect Belmond’s ability to operate, or our guests’ ability to travel (either in the guest’s country of departure or destination), guests will be able to either change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond. Read more about our COVID-19 Cancellation Policy.

    *Applies to all existing and new bookings made before 31 August 2021, for arrival on or before 31st October 2021. Guests who choose to change a booking will be able to select a new stay before 15th December 2021. Any initial deposit will be valid for use against the revised booking. All bookings will be subject to availability and a price difference may apply.
  • Heightened Health & Safety Protocols: We have taken every measure to ensure you can enjoy a signature Belmond experience. Wherever you travel with us, you can expect enhanced health & hygiene protocols that let you enjoy our enchanting accommodation, stunning amenities and genuine service with complete peace of mind. Our employees receive regular training to ensure these heightened health & hygiene protocols are strictly followed. Furthermore, we have also engaged one of the world's leading inspection, verification, testing and certification companies, SGS, to ensure that our standards are consistently reviewed and updated. .
  • Access to COVID-19 Testing Services: All of our properties have established a partnership with local reputable medical providers to offer appropriate COVID-19 testing services (either on-property or nearby). This arrangement is part of our enhanced early-protection programme and in response to various governments’ requirements for travellers to provide proof of a negative COVID-19 test upon returning to their country of residence. Fees may apply and vary by location. If you would like more information or to book the service, our on-property concierge team is more than happy to assist you.

Wherever you travel within the wonderful world of Belmond, we pledge that our guests will once again feel welcomed into a warm and comfortable environment. Across all of Belmond’s properties and experiences, every element of the guest experience has been considered and reviewed to ensure that you can feel at ease when they travel with us. For further information about the extensive measures we have put in place or the industry leaders we work with please review the FAQs below or contact us using the information listed at belmond.com/contact-us.

We look forward to hosting you very soon.

COVID-19 Cancellation Policy

Updated 20 September 2021

Belmond remains committed to providing you with as much travel planning flexibility as possible, so you can book your next travel experience with confidence.

Belmond Hotels

All new and existing reservations made before 30 September 2021 for arrival on or before 31 October 2021* can be changed or cancelled without charge from Belmond up to 7 days prior to arrival. This includes advance purchase rate and other pre-paid reservations.

From now until October 2021, if, less than 7 days prior to a scheduled check-in, new government travel restrictions come into force which affect either Belmond’s ability to perform that booking or our guests’ ability to travel to us (this includes restrictions imposed either in our guest’s country of departure or destination), guests will be able to either change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.

In the event that a guest tests positive for COVID-19 at any time during the 14 days prior to their scheduled date of arrival with us, we ask that they do not travel and contact us immediately to discuss their options. Guests will be able to change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.

For all the above mentioned circumstances, guests who choose to change a booking will be able to select a stay before 15 December 2021*, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.

Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.

For group bookings, our reservations teams will work closely with you and/or your event planner to manage any changes on a case-by-case basis. Our hotel reservation teams are actively supporting customers to address the needs of each group. For more information on the terms and conditions of group contracts please contact us directly.

* Some exclusions apply during holiday or peak demand periods. For full details on the cancellation policy, please refer to the property website. Alternatively, please contact us by phone or by email using the contact information listed at contact us directly.

Belmond Trains & Boats (Excluding Hiram Bingham, A Belmond Train, Peru and Andean Explorer, A Belmond Train, Peru)

If, prior to the scheduled departure date, any new government travel restrictions or quarantine measures come into force that affect Belmond’s ability to operate, or our guests’ ability to travel (either in the guest’s country of departure or destination), guests will be able to either change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.

In the event that a guest tests positive for COVID-19 at any time during the 14 days prior to their scheduled date of arrival with us, we ask that they do not travel and contact us immediately to discuss their options. Guests will be able to change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.

Guests who choose to change a booking will be able to select a new departure date from the current published schedules for 2021 and 2022, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.

For full details on the cancellation policy, please refer to the property website. Alternatively, please contact us by phone or by email using the contact information listed at contact us directly.

Travel Insurance

We advise our valued guests to carefully review the terms of their travel insurance policy prior to travel and ensure that they have suitable medical travel insurance in place to cover the duration of their stay.

Frequently Asked Questions

Pre- And On Arrival

Q

What do I need to do/bring?

If your journey involves cross-border travel, we strongly encourage you to closely monitor the latest travel requirements set out by the local authorities and government prior to your departure. Should you require further assistance on finding the latest information, our property team is on hand to ensure your Belmond journey is as seamless as possible.

As always, we advise guests to carefully review the terms of their travel insurance policy and ensure suitable medical travel insurance is in place to cover the duration of their stay.

Q

How can I find out the latest information from the property?

To help make your stay as seamless as possible, we encourage our guests to provide email addresses to us upon making a reservation. If you have provided email addresses to Belmond, you will receive a series of pre-stay email communications that will help you make the most of your forthcoming stay. This information includes the latest updates from the property and health & safety measures. Approximately 24-48 hours you will receive an email inviting you to complete a pre-arrival check-in and a wellness questionnaire to confirm that neither you, nor anyone in your travel party or a member of your household, have had a confirmed COVID-19 case, are displaying any COVID-19 symptoms and have not been tested for COVID-19, or have been in close contact with a confirmed COVID-19 case.

Additionally, we also invite all guests to make use of the Belmond App that is available to download free on Apple and Android devices. The App contains all the latest information about the available services and facilities on-property. Users can also complete the pre-arrival check-in via the App by entering their booking confirmation number.

Q

What happens if I’m feeling or my guests are feeling unwell before travelling?

At any time within 14 days ahead of travel, if you, or anyone in your travel party or a member of your household, have had a confirmed COVID-19 case, are displaying any COVID-19 symptoms and have not been tested for COVID-19, or have been in close contact with a confirmed COVID-19 case, we strongly advise you not to travel and to immediately contact our property team, your respective travel agent, or Belmond Central Reservation Offices to discuss your options as, unfortunately, we will be unable to accommodate you and your party on property. Our team is on hand to support you with making alternative arrangements at no additional charge. We will also be asking all our guests to complete a short wellness questionnaire on arrival to help safeguard the health and wellbeing of all. As always, we advise guests to carefully review the terms of their travel insurance policy and ensure suitable medical travel insurance is in place to cover the duration of their stay.

Q

What are the measures put in place to check guests for symptoms of COVID-19?

Upon check-in, all guests are required to confirm that they do not have symptoms consistent with COVID-19. We also ask all guests to report any ill health during their stay to our employees.

Additional Safety Measures

Q

Do you provide a COVID-19 testing service during the stay or upon departure from a Belmond property?

As always, our aim is to ensure that every guest’s stay is as safe and comfortable as possible. All of our properties have established a partnership with their local reputable medical providers to offer appropriate COVID-19 testing services (either on-property or nearby). This arrangement is part of our enhanced early-protection programme and in response to various governments’ requirements for travellers to provide proof of a negative COVID-19 test upon returning to their country of residence. Fees may apply and vary by location. For those who wish to arrange this service, test appointments can be made through our on-property concierge team. In the event that a guest develops symptoms related to COVID-19 during their stay, a COVID-19 test will be performed and the guest should remain in self-isolation without any contact with staff or other guests until the results return.

Q

What changes are you making to your cleaning practices?

Providing a safe environment for our guests and employees is our top priority. We have implemented a series of stringent cleaning protocols targeted to protect against COVID-19 and ensure our even-higher standards are achieved and upheld.

In addition to the regular deep cleaning, specific measures to protect against COVID-19 are also carried out in order to provide an extra layer of protection. These additional measures include disinfection of all carpets, regular maintenance of all HVAC systems; cleaning and replacing filters of all air conditioners and deep cleaning and disinfecting all floors and hard surfaces with disinfectants approved to kill the virus that causes COVID-19.

We continue to carefully review government advice with respect to PPE (personal protective equipment) requirements on an ongoing basis. Depending on guest-employee proximity in an area in which these measures are being implemented, and whenever it is deemed to be required, Belmond’s employees will be wearing protective wear. Single-use face covers are also available to guests.

Our comprehensive operating procedures mandating the regular cleaning of all surface areas in operation have been further enhanced with the use of disinfectants that can effectively kill the virus that causes COVID-19. A safety management team has also been established at every property to ensure employees continue to receive regular training on these protocols. We have engaged one of the world's leading inspection, verification, testing and certification companies, SGS, to ensure that standards are kept under review and validated. All protocols and standard operating procedures are subject to updates in line with the very latest guidance from relevant health and industry authorities, as local code and regulations.

Q

How long are the health and safety measures going to last?

At present, the evolving nature of the pandemic means we cannot provide a definitive answer.

As a company, we continue to closely follow the latest guidance from governments and world health authorities and will undertake comprehensive and continual reviews of our operations to ensure that our comprehensive health and safety protocols, developed in partnership with a third-party specialist, continue to meet the highest of standards, adhering to all new requirements.

Q

How is Belmond specifically preparing their employees to protect them at work?

The safety and wellbeing of our employees is our top priority. As well as providing comprehensive training to all employees, with further specific training according to their functional area, our employees are equipped with the appropriate protective equipment. Each Belmond property has a dedicated safety management team to ensure employees receive continual training. We have engaged one of the world's leading inspection, verification, testing and certification companies, SGS, to ensure that our standards are consistently reviewed and updated. All protocols and procedures will be subject to updates in line with the very latest guidance from relevant health, industry and local government authorities.

On-Property Experience

Q

What measures will be in place in the restaurants?

Specific measures such as social distancing, staggering dining times or maximum capacity measures have been determined in consultation with the relevant health bodies and will continue to be reviewed on a regular basis to be in line with the local regulations and relevant health and industry guidelines.

At Belmond, we believe part of our secret sauce to the Belmond hospitality is our views and gardens. Where applicable, we have taken this opportunity to expand our outdoor dining options so that our guests can enjoy the magnificent setting. Our property team will be delighted to share information on the latest dining experience available.

Q

Will you offer enhanced in-room dining experiences to limit interaction with other guests?

We will be offering in room breakfast and dining should you wish to dine in private. We have also taken this opportunity to elevate some of our in-room dining offerings to enhance guest experience as well as to adhere to COVID-19 guidelines. Our team on property will be delighted to share more details with you before and upon arrival.

Q

How will the spa experience change?

Currently, spas at some properties may remain closed, and will open on a case-by-case basis in accordance with local regulations. You will be notified of the services available at your chosen destination prior to arrival. Alternatively, you can download the Belmond App which will also contain all the latest property information or you may contact the property team prior to arrival to confirm which facilities will be available during their stay.

Q

Will you have social distancing in place at your pools?

Yes — we ask guests to respect social distancing guidelines when using the pool, as in other public areas.

Each property strictly adheres to the health & safety requirements set out by their local authorities. For instance, sunbeds are spaced apart as per the required social distancing guidance. The number of sunbeds available are adapted to align with the occupancy of the hotel, removing unneeded sunbeds to maximize the space.

Where required, social distancing is respected at all times when food or drink is served.

Q

Will any of the outdoor/off-property activities or excursions that you arrange be taking place under these rules?

Certainly. Excursions and outdoor experiences will continue. Our property team will ensure that you remain safe and the excursions conducted in line with requirements from local authorities.

With an ever-increasing demand for meaningful escapes, Belmond has launched ‘Let’s Belmond Together’ - a series of new one-of-a-kind experiences across all our properties for our guests to enjoy. From a private night in nature on Scrub Island next to Cap Juluca to discovering creative processes behind jeans making at the birthplace of Jeans in Genoa, please visit our website to find out more.

Q

What should I do if I or my guests require any special arrangements?

As always, our aim is to ensure that every guests’ stay is as safe and comfortable as possible. We will continue to communicate with all of our guests prior to arrival to ensure that they have the very latest information on the protective measures we have put in place and what to expect throughout the Belmond journey, prior to their stay. As we have done previously, you will be asked during the booking and pre-stay communication process whether there are any special requirements or particular preferences that we should be aware of and we will always seek to accommodate these, over and beyond our extensive practices and inclusive services.

If you have any questions or concerns prior to booking or travelling, our team is on hand to support. You can find the relevant contact information on our Contact Us page, or on the relevant property page. You may also contact us through your trusted travel agent.

Q

Are events allowed at Belmond properties? What measures are in place to ensure the health and safety for guests and employees?

As always, our aim is to ensure that we provide a safe environment for our guests and employees. All of our properties strictly adhere to local regulations and guidelines for events and group activities. Depending on the event, the property will work closely with the event organiser to perform a specific risk assessment and put in place appropriate mitigation and prevention measures ahead of the event.

If you have any questions or concerns, our team is on hand to support. You can find the relevant contact information on our Contact Us page, or on the relevant property page.

Opening Dates

Q

Which properties are open?

Many Belmond hotels, trains and other operations have resumed or will reopen for the season. For the latest opening dates and availability, please visit the property pages on our website or contact our reservations team.

We continue to closely follow the latest guidance from governments and world health authorities. All opening dates are subject to continued review.

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